Engineer/ Senior Engineer - Customer Support

Job Purpose

We are seeking a dynamic and tech-savvy Customer Support Engineer to manage field installations, preventive maintenance, and technical support. You will serve as the primary technical point of contact for customer in Tamil Nadu and Kerala, ensuring high instrument uptime and exceptional customer delight.

Key Responsibilities

Technical Support & Maintenance

• Execute timely scheduling and execution of routine preventive maintenance contracts.
• Manage end-to-end installation and commissioning of advanced analytical instruments.
• Diagnose, troubleshoot, and repair hardware and software issues on-site.

Commercial & Territory Management

• Drive service revenue generation within the assigned territory through spare parts and service contracts.
• Provide prompt follow-ups on service quotation submissions and purchase order (PO) collections.
• Maintain rigorous documentation by filing accurate service visit reports in Salesforce daily.

Customer Experience

• Cultivate customer delight through professional communication and swift resolution of technical issues.
• Train end-users on standard operating procedures and basic instrument handling.

Job Requirements

Education & Experience

• Degree: Bachelor's degree (B.E. / B.Tech) in Engineering.
• Experience: 1 to 5 years of hands-on experience in analytical instrument service.
• Advantage: Prior experience handling analytical and spectroscopy products is highly preferred.

Skills & Competencies

• Software: Continuous willingness to learn new hardware technologies and proprietary software.
• CRM: Experience with Salesforce or a similar field service CRM tool is a plus.
• Communication: Clear verbal and written communication skills to handle corporate and research clients.

Travel & Flexibility

• Mobility: Must be willing to travel 60% – 70% of the time.
• Flexibility: Ready to travel across India outside the primary territory to support business needs when required.